Crisis Contact Supervisor

Heartline

. Provide leadership, guidance, and operational oversight to Crisis Contact Specialists across the 24/7 988 NBU Suicide and Crisis Lifeline .

Posted 9/15/2026full-timeRemote • Oklahoma • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong leadership and operational oversight in crisis management, with a focus on coaching, performance improvement, and effective communication. Capable of managing high-stress situations while supporting a diverse team and maintaining service levels.

Highest-signal resume keywords

Crisis ManagementCoaching and DevelopmentPerformance MonitoringAnalytical SkillsNonprofit Experience

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Contact Center Metrics AnalysisCrisis De-EscalationEmergency InterventionsStaff OnboardingProgram Data Reporting

Soft Skills

Strong CommunicationEffective Time ManagementOrganizationCompassionate ApproachAbility to Handle Stress

Certifications & Qualifications

High School Diploma or GED

Industry Keywords

Crisis Contact SpecialistsSuicide and Crisis LifelineNonprofitCall CenterCommunity Outreach

About the role

Key responsibilities & impact

Provide leadership, guidance, and operational oversight to Crisis Contact Specialists across the 24/7 988 NBU Suicide and Crisis Lifeline
Monitor and analyze contact center metrics, including service levels, real-time adherence, forecasting, and staff performance
Assist with reporting related to program and contract requirements
Provide direct chat or text service coverage during high-volume periods or when needed to maintain service levels
Support specialists with crisis de-escalation, emergency interventions, documentation, and complex contacts involving minors or high-risk individuals
Conduct coaching and feedback sessions to support skill development, performance improvement, and best-practice adherence
Assist with staff onboarding, training, and professional development
Participate in quality improvement, performance monitoring, and program data reporting
Maintain the accuracy of the community resource database
Support staffing and scheduling, including absence coverage and shift adjustments
Collaborate with leadership on staffing, training, coaching, and performance concerns
Assist with community outreach, presentations, and disaster or public health emergency response efforts
Perform other duties as assigned

Requirements

What you’ll need

High school diploma or GED required
Bachelor’s degree preferred
Supervisory or management experience required
Experience in nonprofit or call center settings preferred
Strong communication, computer, and analytical skills
Effective time management, organization, and attention to detail
Ability to lead, coach, and support the development of a diverse team
Compassionate, empathetic, and nonjudgmental approach to individuals with complex and diverse needs
Ability to work independently and collaborate effectively within a professional team environment
Ability to handle and manage stress related to crisis contacts
Reliable and flexible, with willingness to work days, evenings, overnights, weekends, and holidays
Physically able to sit for long periods, use the telephone/computer, bend/stoop, and occasionally lift up to 20 pounds
Applicants must reside in Oklahoma

Benefits

Comp & perks

Comprehensive benefits package for eligible full-time employees and eligible family members
Medical, dental, and vision insurance
Employer pays 90% of the employee-only premium for the core medical plan
$30,000 employer-paid basic life insurance
Voluntary term life, short-term disability, critical illness, hospital indemnity, and accident insurance through Mutual of Omaha
401(k) retirement plan eligibility beginning the first of the month following six months of employment
Dollar-for-dollar employer match on the first 2% of eligible compensation contributed to the 401(k), subject to a six-year vesting schedule
Eligibility for the Public Service Loan Forgiveness (PSLF) Program
Remote work after completion of the initial training period